Senior Analyst, Complaints, Operations Support, UK (11 months contract)

India, Hyderabad · Hyderabad · Posted Oct 13, 2026

At a glance

At Tide, we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions, from invoicing to accounting.
Tide is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France.
Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data driven decisions to serve our mission: to help SMEs save time and money so they can get back to doing what they love.
Tide facts:
- Tide is available for UK, Indian, German and French SMEs
- Over 2 million members across UK and India

We are looking for a Senior Complaints Analyst to join our team.
The successful candidate will be responsible for managing complaints from UK members and non-members regarding our products, services or customer service.

Take ownership of complaints from start to finish
Investigate complaints and identify the root cause of the issue
Communicate with complainants through various channels to resolve complaints in a timely and professional manner
Work closely with the relevant departments within Tide to identify any systemic issues and develop solutions to prevent future complaints
Maintain required productivity and quality levels
Manage and progress multiple complaints through to fair resolution, ensuring adherence to FCA DISP rules and internal policies
Ensure all responses meet FOS and FCA requirements adhering to TCF and CD outcomes
Conduct thorough fact-finding and critical analysis to identify recurring themes and suggest process improvements to prevent future issues
Draft clear, concise, and compliant final response letters that explain complex financial findings in accessible, jargon-free language
Identify and provide tailored support for customers in vulnerable positions, ensuring compassionate and equitable treatment

UK Complaints Handling: Demonstrable experience in managing UK-based financial complaints within a regulated environment.
Financial Industry Knowledge: Solid understanding of financial products and the broader UK regulatory landscape (FCA, FOS, Treating Customer Fairly(TCF)).
Empathetic Communication: Exceptional ability to build rapport, listen actively, and show genuine compassion during difficult conversations
Resilience & Conflict Resolution: The ability to remain calm under pressure, handle challenging interactions, and manage conflict professionally
Time Management: Highly organised with the ability to multitask and meet strict regulatory deadlines
Analytical Mindset: Strong attention to detail and a passion for finding solutions to complex, non-standard situations
Proficient in GSuite (Google Workspace), Slack, Confluence, Looker, and Jira

Previous experience working in a startup or fast-paced FinTech environment, demonstrating adaptability and proactive problem-solving.
Certificate in Complaint Handling (CCBI) from the Chartered Banker Institute.
Professional Banker Certificate